Recapped the callprior toending/transferringAskedprobingquestionsConfirmed thereason forcalling outsideof thecompassionstatementAcknowledgethe customerby their nameDispositionedthe callproperlyOwned theresolutionwith positivephrasingReassuredthe customerwith 3 powerwordsBrandedthe callDeliveredanexceptionalexperienceAnswered thecall within 10seconds (micdown vs up)Ready to takethe callWarmTransferProvidedclearinstructionsBuild rapportaround thesmart deviceDidn'tover talkthecustomerRemainedconversationalAssistedin thegroupchatSharedbestpracticeswith a peerAssured thecustomerthat we canassistScheduleda callbackCelebratedwins with thecustomer(reassurance)Tailored theempathystatement tothe reasonfor callingSent anACE toa peerAsked "if there'sanything else toassist with" priorto transfer/callendingEnthusedtone fromstart tofinishFollowed theproper 5-point holdprocedureLeftdetailednotesTroubleshootedthe issuebeforetransferringMentionedtheoutboundscriptUsedtoolsRecapped the callprior toending/transferringAskedprobingquestionsConfirmed thereason forcalling outsideof thecompassionstatementAcknowledgethe customerby their nameDispositionedthe callproperlyOwned theresolutionwith positivephrasingReassuredthe customerwith 3 powerwordsBrandedthe callDeliveredanexceptionalexperienceAnswered thecall within 10seconds (micdown vs up)Ready to takethe callWarmTransferProvidedclearinstructionsBuild rapportaround thesmart deviceDidn'tover talkthecustomerRemainedconversationalAssistedin thegroupchatSharedbestpracticeswith a peerAssured thecustomerthat we canassistScheduleda callbackCelebratedwins with thecustomer(reassurance)Tailored theempathystatement tothe reasonfor callingSent anACE toa peerAsked "if there'sanything else toassist with" priorto transfer/callendingEnthusedtone fromstart tofinishFollowed theproper 5-point holdprocedureLeftdetailednotesTroubleshootedthe issuebeforetransferringMentionedtheoutboundscriptUsedtools

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
N
2
G
3
G
4
N
5
I
6
O
7
B
8
B
9
O
10
G
11
I
12
O
13
O
14
N
15
I
16
I
17
N
18
I
19
B
20
B
21
B
22
G
23
O
24
G
25
N
26
O
27
I
28
B
29
G
  1. N-Recapped the call prior to ending/transferring
  2. G-Asked probing questions
  3. G-Confirmed the reason for calling outside of the compassion statement
  4. N-Acknowledge the customer by their name
  5. I-Dispositioned the call properly
  6. O-Owned the resolution with positive phrasing
  7. B-Reassured the customer with 3 power words
  8. B-Branded the call
  9. O-Delivered an exceptional experience
  10. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  11. I-Warm Transfer
  12. O-Provided clear instructions
  13. O-Build rapport around the smart device
  14. N-Didn't over talk the customer
  15. I-Remained conversational
  16. I-Assisted in the group chat
  17. N-Shared best practices with a peer
  18. I-Assured the customer that we can assist
  19. B-Scheduled a callback
  20. B-Celebrated wins with the customer (reassurance)
  21. B-Tailored the empathy statement to the reason for calling
  22. G-Sent an ACE to a peer
  23. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  24. G-Enthused tone from start to finish
  25. N-Followed the proper 5-point hold procedure
  26. O-Left detailed notes
  27. I-Troubleshooted the issue before transferring
  28. B-Mentioned the outbound script
  29. G-Used tools